Lead enterprise customer escalations remotely from Canada or the United States using executive communication and structured coordination. Support GitLab customers during high-stakes situations. As an Escalation Manager within GitLab Support Engineering, you will own complex, executive, and commercial escalations end-to-end. You will advocate for customers while coordinating Engineering, Support, Product, Customer Success, and Sales. The role focuses on resolution plans, explicit communications, leadership briefings, and relationship repair. Key Responsibilities:
Own complex, executive, and commercial escalations through confirmed resolution Coordinate cross-functional teams and track commitments, dates,
and deliverables Maintain customer-facing resolution plans at communication milestones Lead high-stakes communications and executive stakeholder engagement Conduct post-escalation reviews and develop relationship repair plans Requirements:
Experience in enterprise technical support, customer success, or escalation management Experience with business-to-business software-as-a-service or enterprise software Track record managing complex, multi-stakeholder escalations end-to-end Executive-level written and verbal communication skills Availability for global on-call executive escalation coverage Bring calm decision-making, customer advocacy, and executive communication to GitLab’s enterprise escalation management function.